Customer Contact Centre Advisor

HSBC Group; Chester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading banking institution is seeking a Customer Service Representative in Chester. This hybrid role offers the opportunity to be the first point of contact for customers, providing support and resolving queries regarding digital banking services. The ideal candidate should have strong communication skills, a passion for helping others, and confidence in using digital tools. Benefits include 25 days’ holiday, an annual bonus scheme, and flexible benefits that support well-being. Full training is provided for candidates new to the contact centre environment.

Benefits

Annual bonus scheme

M&S shopping discount

Flexible benefits including pension

On-site gym

Paid volunteering day

Qualifications

• No contact centre experience needed, full training provided.

Responsibilities

• Be the first point of contact for customers via phone.
• Provide support and resolve queries for customers.
• Handle complaints with empathy and ownership.
• Suggest improvements to enhance customer experience.

Skills

Passion for helping people

Strong communication skills

Resilience

Confidence using digital tools

Willingness to learn

Job description

About M&S Bank

We're proud to bring the trusted values of Marks & Spencer into banking by giving money more sparkle. As part of HSBC, M&S Bank offers a unique blend of retail heritage and financial expertise. We're here to make banking feel more personal - and that starts with how we support our people.

Opportunity

This is more than a customer service role - it's a launchpad for your career. Whether you're new to financial services or looking to grow, we'll support your development every step of the way.

What You’ll Do

• Be the first point of contact for customers via phone
• Provide support, resolve queries, and guide customers through our digital banking services
• Handle complaints with empathy and ownership
• Suggest improvements to enhance the customer experience

What You’ll Bring

• Passion for helping people and solving problems
• Strong communication and listening skills
• Confidence using digital tools and the ability to learn new systems and applications
• Resilience and a willingness to learn
• No contact centre experience needed – full training provided

What You’ll Get

• Hybrid working
• 25 days’ holiday + bank holidays
• Annual bonus scheme
• M&S shopping discount (post-probation)
• On-site gym and Starbucks
• Flexible benefits including pension, retail discounts, and wellbeing support
• One paid volunteering day per year
• Recognition through Spotlight awards and access to M&S Bank Arena events

Our contact centre is open 8am-8pm 7 days a week, so your working pattern will include some weekends and evenings; we’ll chat through the shift patterns during the recruitment process.

Location: Chester (Hybrid)

Salary: Starting from £25,000 + annual bonus.

Application Process

• Online Contact Centre Skills Assessment
• Telephone-based Recruiter Interview
• Final face-to-face interview with the business
• Online Values Based Assessment

Equal Opportunity

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role.

We will also offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk: Email: [e-mail] Telephone: [phone].

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work/life balance and support our diversity ambitions. We are dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best.